What are the responsibilities and job description for the Member Experience Specialist position at Advancial Federal Credit Union?
Responsibilities
Serve as the primary contact for members, ensuring exceptional service, resolving issues, and enhancing overall member satisfaction, loyalty, and retention.
Key Responsibilities:
Provide top-tier service through various communication channels.
Address and resolve member inquiries and feedback promptly.
Collaborate with internal teams to resolve issues and improve processes.
Track and analyze member feedback to identify trends and opportunities.
Support the Member Experience platform with updates, features, testing, and issue resolution.
Administer and lead system training, create documentation, and facilitate ongoing education.
Build and maintain pipelines of data for dashboards and reporting.
Foster a positive organizational culture and ensure strong relationships across teams and partners.
The ideal candidate should be solution-oriented, an effective communicator, and passionate about delivering outstanding service.
The starting salary for this positon is $57,000 to $72,000 annually, and is based on relevant experience.
Qualifications
EDUCATION and/or EXPERIENCE
Associate degree from two year college or university; or one to two years related experience in customer service and/or training; or equivalent combination of education and experience.
Other Knowledge, Skills and Abilities
- Data mining
- Exceptional customer service
- Excel proficiency
- Flexible, adaptable, and collaborative team player with strong interpersonal skills
- Strong listening skills; open to input from other team members and departments
- Takes high degree of ownership over their work
- Organizational skills and ability to juggle several requests simultaneously
Bonus Points but not required:
- SQL knowledge/proficiency
- Financial industry
- Experience with Qualtrics like tools
- Light API knowledge
Travel requirements are minimal but may include traveling for additional training or seminars. Out of state traveling is required on occasion.
Overview
Advancial is an innovative credit union that strives to advance the financial experience. We offer exceptional value to our members through our products and services. Our low fees, rate-pricing model and exemplary service is what sets us apart. We are one of the largest credit unions in term of assets, landing in the top 5% and have over 100,000 members across the nation with eleven branches and several more opening in 2023.
Come grow with us! We offer exceptional value not only to our members, but to our employees as well. We have a robust benefit plan that includes 8% 401K, 80% tuition reimbursement, two vacation properties (Destin, FL and Breckenridge, CO), robust health/dental/vision insurance offering, flexible work schedule, bonus opportunity, the ability to work hybrid-remote and so much more. We pride ourselves in our fun and positive work culture!
Salary : $57,000 - $72,000
